Sales Manager - Viva Eve

Title: Sales Manager 

Department: Call Center & Patient Concierge Team 

Direct Reports: Lead New Patient Associate, New Patient Associates, Lead Concierge, Patient Concierges   

Hours: Full Time 

Schedule: Monday to Friday 

Location: ONSITE, Forest Hills and Madison Ave.

FLSA Status: EXEMPT 

Company Overview: 

We are an aspirational Ob/Gyn brand and integrated medical practice, committed to providing exceptional healthcare services to our patients. Our company prides itself on offering personalized care in a comfortable and welcoming environment. We are seeking a dynamic and experienced Sales Manager to lead our team of call center associates and patient concierges. 

Position Overview: 

The Sales Manager will be responsible for overseeing a team of call center associates and team of patient concierges, tasked with funneling patients from lead generation to appointment & procedure scheduling. This individual will play a crucial role in driving patient acquisition and retention, while ensuring the highest standards of customer service and compliance with healthcare regulations, including HIPAA.  

This person has a keen sensibility to nurture interpersonal relationships with their direct reports, inspiring them to consistently provide the highest level of care to our patients; while balancing the organization's high-level and long-term goals.  

The Sales Manager at Viva Eve is a passionate and motivated leader, who builds and maintains trust. They excel at managing both internal and external customers. This person is data driven – ensuring pace and workflows are in sync with company numbers, metrics, and reporting analysis on a weekly basis.  

Key Responsibilities: 

· Lead and manage a team of call center associates and patient concierges to achieve sales targets and performance metrics. Oversee the staff members in hybrid model at both Forest Hills and Madison Avenue locations.  

·  Develop and implement sales strategies to generate patient leads and convert them into appointments. 

·   Assists in recruitment of new staff, onboarding, and goal setting for new hires.  

·   Serve as the primary point of contact between the business goals and the goals set for individual team members. 

·   Provide ongoing coaching, training, and feedback to team members to enhance their sales skills and customer service excellence. 

·   Monitor and analyze sales performance data to identify areas for improvement and implement corrective actions as needed. 

·   Collaborate with other departments, such as marketing and clinical staff, to optimize patient acquisition and retention strategies. 

·   Ensure compliance with healthcare regulations, including HIPAA, and maintain confidentiality of patient information. 

·   Handle escalated customer inquiries or complaints with professionalism and empathy. 

·   Ensure our Core Values are understood and lived across both Concierge and Call Center Teams: 

         Exceed Patient Expectations: We go above and beyond for everyone in the room. 

         Ask, Listen and Learn: We don't assume we have the answers - we find them. 

         Continually Improve:There's no settling for the status quo. 

         Get It Done, Get It Done Right: Because anything worth doing… 

         Only Team Players: No one can transform women's healthcare alone. 

         Data Fuels Our Wisdom: Facts beat opinions. 

·  Assists Management in the creation of Weekly, Monthly, Quarterly and Annual call center reports and other projects, as assigned. 

·  Regularly meets with staff members to review performance and provide guidance towards call center goals: 

        -  Optimal Response time to return Call Requests (during business hours) based on Quarterly Goals 

        -  Optimal Response time to return Pardot responses (during business hours) based on Quarterly Goals 

        -  Optimal Conversion Appointment Booked to Shown rate based on Quarterly Goals 

        -  Above average NPS Scores based on patient surveys  

        -  Briefs sales team members and trains on workflow updates that optimize the sales funnel 

Qualifications: 

·  Bachelor's degree in Business Administration, Marketing, Healthcare Management, or related field. Associate degree or equivalent blend of education and experience may also be considered.  

·  Minimum of 5 years of experience in administrative level support and/or sales management, preferably in the healthcare industry; including emphasis on patient-based customer service with 2 years of Call Center experience.  

·  Proven track record of meeting or exceeding sales targets and driving team performance. 

·  Strong leadership skills with the ability to inspire and motivate team members. 

·  Intermediate level of comprehension regarding healthcare nuances, patient health, compliance, and HIPAA regulations. 

·  Clear understanding of patient journeys, preferably within women's healthcare.  

·  Proficiency in CRM software, Salesforce, and Microsoft Office suite.  

·  Capacity to work with a diverse workforce; ability to embrace diversity as a strategic advantage. 

Core Competencies of a Successful Sales Manager:

·      Leadership: Ability to inspire, motivate, and lead a team towards achieving common goals. 

·      Strategic Thinking: Capacity to develop and execute effective sales strategies aligned with business objectives. 

·      Communication: Strong verbal and written communication skills to effectively convey ideas and provide feedback. 

·      Relationship Building: Skill in fostering positive relationships with team members, patients, and other stakeholders. Dedicated to creating psychological safety and a positive, inspiring work environment.  

·      Problem Solving: Aptitude for identifying challenges and implementing solutions to overcome obstacles. 

·      Adaptability: Flexibility to adjust to changing priorities and market dynamics. 

·      Results Orientation: Commitment to achieving and exceeding sales targets and performance metrics. 

·      Patient-First Focus: Dedication to providing exceptional customer service and ensuring patient satisfaction. 

Joining Our Team: 

If you are a true 'people-person', goal-oriented, and inspired individual with a passion for healthcare and sales management, we invite you to apply for the Sales Manager position and contribute to our mission of delivering world class women's health care, here at Viva Eve in New York City.  

Base Salary: $110,000- 130,000 + performance based annual bonus

Benefits  

·       Competitive Compensation 

·       PTO Paid Time Off 

·       401(k) with Match 

·       Medical, Dental and Vision Insurance 

·       Commuter benefits   

·       Employee Assistance Programs